KCS FOUNDATION SAMPLE TEST QUESTIONS 100% VERIFIED ANSWERS 2024/2025 CORRECT STUDY SET, Exams of Organization and Business Administration

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KCS FOUNDATION SAMPLE

TEST QUESTIONS 100%

VERIFIED ANSWERS

2024/2025 CORRECT STUDY

SET

Which of the following is a common reason for implementing KCS? a. Increase analyst attrition rates b. Increase customer satisfaction c. Increase the numbers of calls within the support centre d. Increase the responsibilities of the support centre b (Increase customer satisfaction) What is the minimum structure of a knowledge article as defined by the KCS methodology? a. Issue, Environment, Cause, Resolution b. Issue, Environment, Cause, Resolution, Metadata c. Issue, Environment, Resolution, Metadata d. Issue, Resolution b (Issue, Environment, Cause, Resolution, Metadata) Which of the following is an example of metadata? a. Author b. Hyperlinks c. Resolution d. Title a (Author)

What is a Knowledge State? a. It is a condition when information is defined as trusted knowledge b. It is the form used to define knowledge c. It is the status of the article in the knowledge article life cycle d. It is the time when tacit knowledge become explicit c (It is the status of the article in the knowledge article life cycle) What is the minimum number of knowledge states necessary for a KCS article life cycle? a. 2 b. 3 c. 4 d. 5 c (4) What is an example of an optional knowledge state? a. Approved b. Draft c. Obsolete d. Published c (Obsolete) What is the Knowledge Quality Index? a. A categorisation of all articles within the knowledge base based on the knowledge state and the reuse counter. b. A number assigned to each article indicating the article's relevance. c. A ranking of all articles each month that identifies the most frequently used articles in the knowledge base. d. A score given to a person or group indicating the result of a review of the knowledge articles they contributed. d (A score given to a person or group indicating the result of a review of the knowledge articles they contributed) Who normally performs the knowledge monitoring process? a. Everyone

b. KCS Coaches c. KCS Publishers d. KCS Program Team b (KCS Coaches) What is the primary purpose of knowledge monitoring? a. Create a knowledge quality index. b. Ensure that the process is being followed c. Identify and eliminate redundancy d. Improve the skills of the analysts d (Improve the skills of the analysts) What are three key components of the visibility matrix? a. Audience, Knowledge State, Access Rights b. Audience, Knowledge State, Reuse Counter c. Audience, Reuse Counter, Access Rights d. Knowledge State, Reuse Counter, Access Rights a (Audience, Knowledge State, Access Rights) Which KCS role is responsible for monitoring processes and mentoring people? a. KCS Candidate b. KCS Coach c. KCS Manager d. KCS Publisher b (KCS Coach) Which KCS role is responsible for providing the vision, objectives, and resources? a. KCS Council b. KCS Manager c. Management d. Sponsor d (Sponsor)

Which KCS role is limited to using existing articles, flagging articles as necessary, and adding new articles? a. KCS Candidate b. KCS Contributor c. KCS Domain Expert d. KCS Publisher a (KCS Candidate) Which KCS role has the ability to fix knowledge articles as long as it is not visible to the customer? a. KCS Candidate b. KCS Contributor c. KCS Domain Expert d. KCS Publisher b (KCS Contributor) Which KCS role is responsible for analysing the knowledge usage and performing tasks related to problem management? a. KCS Coach b. KCS Publisher c. Knowledge Domain Expert d. Management c (Knowledge Domain Expert) Which of the following is a leading indicator? a. Cost per Incident b. Customer Satisfaction c. Knowledge Quality Index d. Participation Rate d (Participation Rate) What should you do before you seek to solve an issue? a. Search to see if it is a known issue to the organisation b. Seek out analysts who know more about the product

c. Set an expectation for the customer that this may take some time d. State the issue clearly, in your own words a (Search to see if it is a known issue to the organisation) Which KCS role is responsible for managing/supervising the KCS Coaches? a. KCS Council b. KCS Domain Manager c. KCS Manager d. Management c (KCS Manager) What does the customer contribute to a knowledge article? a. Cause b. Environment c. Resolution d. Title b (Environment) What are the three levels of KCS benefits? a. Centralised, Distributed, Virtual b. Direct, Applied, Leveraged c. Operational, Tactical, Strategic d. Significant, Major, Minor b (Direct, Applied, Leveraged) Which KCS role is the most important when it comes to establishing the vision and objectives of the KCS program? a. KCS Coach b. KCS Council c. KCS Program Team d. Sponsor d (Sponsor)

What is the responsibility of of the KCS Contributor role in the KCS competency model? a. Establish the vision of the KCS implementation b. Fix articles on demand and finish framed articles c. Monitor and enhance the health of the knowledge base d. Monitor processes and mentor people b (Fix articles on demand and finish framed articles) Who is the proprietor of KCS? a. Consortium of Service Improvement b. Consortium for Service Innovation c. Institute of Quality Assurance d. Office of Government Commerce (OGC) b (Consortium for Service Innovation) Which term relates to the structure of KCS? a. Framework b. Methodology c. Philosophy d. Standard b (Methodology) Where in KCS can you find Performance Assessment and Leadership? a. Evolve Loop b. Solve Loop c. Quality Management d. Workforce Management a (Evolve Loop) Which are Evolve Loop practices? a. Communication and Solution Article Improvement b. Performance Assessments and Leadership & Communication c. Qualitative, Quantitative and Goal Oriented Measurements d. Structure and Article Health Assessment

b (Performance Assessments and Leadership & Communication) What is a principle of the Reuse practice? a. Citations are given when articles are given b. Quality articles are findable and usable c. Seek to understand what we collectively know d. Use It, Flag It, Fix It, Add It c (Seek to understand what we collectively know) Which is a key principle of the Knowledge Centred Support Process Integration practice? a. Structured Problem Solving b. Service Time Restoration c. ITIL Certified Search Technology d. Open Loop Feedback a (Structured Problem Solving) What is a knowledge state? a. The address of an article within the knowledge base b. The location of an article within a workflow c. The position of an article within a domain d. The status of an article within the life cycle d (The status of an article within the life cycle) What aspect of an article may identify a pending action? a. Author b. Environment c. Knowledge State d. Version c (Knowledge State)